To: June Lau (Accounts Officer)
From: Charming Chung, Mandy Lam (Administrative Officer)
Date: 14 March 2011
Subject: Advice for handling a complaint
Hi June,
I just received a complaint letter from an attendee of the exhibition Sound Systems 2011 at the Fortune Hotel on 23-25 February. The attendee complained on 3 areas. First, on-line registration facility was unworkable that he had to register by fax. Second, venue was opened to public that leaded to overcrowding problem and he concerned about the physical safety of attendees. Third, there was insufficient leaflets for attendees' reference.
Please tell me how to handle his complaints in a polite and professional way. Thanks!
Cheers,
Charming, Mandy
Part 2;
To: Anne Kong (Exhibition Services Director)
From: Charming Chung, Mandy Lam (Administrative Officer)
Date: 14 March 2011
Subject: Suggestions on replying complaint letter
Dear Ms. Kong,
Regarding the complaint letter received on 10 March from Mr. Leung, the followings are the three problems Mr. Leung concerned and their suggested solutions:
1. On-line registration
Our on-line registration facility was unworkable so that he had to register by fax. The on-line registration platform was unworkable due to the low capacity of our server that cannot support "high traffic". To solve this problem, I suggest upgrading our server as soon as possible to support the future registration of our coming events.
2. Overcrowding in venue
Venue was opened to public that leaded to overcrowding problem and he concerned about the physical safety of attendees Originally, we planned to book a large exhibition centre. However, the Marketing Department failed to book it in advance. Therefore, we had changed our venue to a medium-sized conference room.To prevent this from happening again, I recommend improvement in cross-departmental communication and advanced booking of venues.
3. Insufficient leaflets
There was a lack of leaflets for attendees' reference. The reason for this is the event was more popular than expected. We had an underestimation of the number of leaflets required. Another cause is that, we reduced the number of leaflets printed so as to follow the mission of the company---Environmental Protection. To be environmental friendly, electronic versions of information which is the same as that on leaflets could be provided on the website for customers' reference.
To show our concern, I suggest we send him hard-copies of the leaflets together with tickets for our coming events.
Please approve the above suggested solutions for replying Mr. Leung and improvement on the company's image and performance.
Best Regards,
Charming, Mandy
Part 3:
Exhibitions International
33 Kadoorie Avenue
Kowloon
14 March 2011
Mr. Michael Leung
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr. Leung,
Reply for the letter received on 10 March
Regarding the letter on 10 March, we apologise for your experience at our exhibition at the Fortune Hotel. The following is the investigation results on the problems and actions we will take to improve the current situation.
For your first concern about the on-line registration process, it was inspected that our on-line registration platform was of low capacity of our server that cannot support "high traffic". To solve this problem, we will upgrade our server as soon as possible to support the future registration of our coming events.
Secondly, originally, we planned to book a large exhibition centre. However, the Marketing Department was unable to book it in advance. Therefore, we had changed our venue to a medium-sized conference room.To prevent this from happening again,there will be an improvement in cross-departmental communication and advanced booking of venues for our coming events.
Thirdly, there was a lack of leaflets for attendees' reference because the event was more popular than expected. We had an underestimation of the number of leaflets required. Another reason is that, we reduced the number of leaflets printed so as to follow the mission of the company---Environmental Protection. To be environmental friendly, electronic versions of information which is the same as that on leaflets could be provided on the website for your reference.
With regard to your complaint and show our goodwill, we will send you a whole set of hard-copies of the leaflets together with tickets for our coming events within this week. We hope that you can continue to support our company. Thank you.
Part 1:
To: June Lau (Accounts Officer)
From: Charming Chung, Mandy Lam (Administrative Officer)
Date: 14 March 2011
Subject: Advice for handling a complaint
Hi June,
I just received a complaint letter from an attendee of the exhibition Sound Systems 2011 at the Fortune Hotel on 23-25 February. The attendee complained on 3 areas. First, on-line registration facility was unworkable that he had to register by fax. Second, venue was opened to public that leaded to overcrowding problem and he concerned about the physical safety of attendees. Third, there was insufficient leaflets for attendees' reference.
Please tell me how to handle his complaints in a polite and professional way. Thanks!
Cheers,
Charming, Mandy
Part 2;
To: Anne Kong (Exhibition Services Director)
From: Charming Chung, Mandy Lam (Administrative Officer)
Date: 14 March 2011
Subject: Suggestions on replying complaint letter
Dear Ms. Kong,
Regarding the complaint letter received on 10 March from Mr. Leung, the followings are the three problems Mr. Leung concerned and their suggested solutions:
1. On-line registration
Our on-line registration facility was unworkable so that he had to register by fax. The on-line registration platform was unworkable due to the low capacity of our server that cannot support "high traffic". To solve this problem, I suggest upgrading our server as soon as possible to support the future registration of our coming events.
2. Overcrowding in venue
Venue was opened to public that leaded to overcrowding problem and he concerned about the physical safety of attendees Originally, we planned to book a large exhibition centre. However, the Marketing Department failed to book it in advance. Therefore, we had changed our venue to a medium-sized conference room.To prevent this from happening again, I recommend improvement in cross-departmental communication and advanced booking of venues.
3. Insufficient leaflets
There was a lack of leaflets for attendees' reference. The reason for this is the event was more popular than expected. We had an underestimation of the number of leaflets required. Another cause is that, we reduced the number of leaflets printed so as to follow the mission of the company---Environmental Protection. To be environmental friendly, electronic versions of information which is the same as that on leaflets could be provided on the website for customers' reference.
To show our concern, I suggest we send him hard-copies of the leaflets together with tickets for our coming events.
Please approve the above suggested solutions for replying Mr. Leung and improvement on the company's image and performance.
Best Regards,
Charming, Mandy
Part 3:
Exhibitions International
33 Kadoorie Avenue
Kowloon
14 March 2011
Mr. Michael Leung
Flat 303 Lucky Mansions
856 Cheung Sha Wan Road
Cheung Sha Wan
Kowloon
Dear Mr. Leung,
Reply for the letter received on 10 March
Regarding the letter on 10 March, we apologise for your experience at our exhibition at the Fortune Hotel. The following is the investigation results on the problems and actions we will take to improve the current situation.
For your first concern about the on-line registration process, it was inspected that our on-line registration platform was of low capacity of our server that cannot support "high traffic". To solve this problem, we will upgrade our server as soon as possible to support the future registration of our coming events.
Secondly, originally, we planned to book a large exhibition centre. However, the Marketing Department was unable to book it in advance. Therefore, we had changed our venue to a medium-sized conference room.To prevent this from happening again,there will be an improvement in cross-departmental communication and advanced booking of venues for our coming events.
Thirdly, there was a lack of leaflets for attendees' reference because the event was more popular than expected. We had an underestimation of the number of leaflets required. Another reason is that, we reduced the number of leaflets printed so as to follow the mission of the company---Environmental Protection. To be environmental friendly, electronic versions of information which is the same as that on leaflets could be provided on the website for your reference.
With regard to your complaint and show our goodwill, we will send you a whole set of hard-copies of the leaflets together with tickets for our coming events within this week. We hope that you can continue to support our company. Thank you.
Yours sincerely,
Charming, Mandy